Purpose

This module forms part of a 9 part customer service self-study programme. Module 6 deals with the skills for building customer loyalty and ensuring positive relationships through all forms of communication.

Benefits

This module - either as stand-alone learning or as an element of the nine part customer service programme - will help you develop skills for given and taking feedback, handling customer compliments and complaints positively, and spotting and managing customer concerns.

Related Solutions

Audience

Those wishing to learn or further develop customer service skills.

Learning method

Practical. Self-study covering the following topics: 6.1 How organisations build customer loyalty 6.2 Receiving compliments 6.3 Spotting customer concerns 6.4 Different types of critical customers 6.5 Responding to customers positively 6.6 Be assertive 6.7 Dealing with critical customers 6.8 Writing to customers with good news 6.9 Writing to customers with bad news 6.10 How to respond to complaints in writing 6.11 Handling tricky customer calls 6.12 Managing telephone complaints 6.13 Managing delays and queues 6.14 Collecting and using customer feedback

Time to Complete

approx. 7 hours

Length

64 (14 activities) pages

Participants

Price

(inc. VAT)